Message from Matt Windle regarding Emira delays

Regards delays. Posted in another thread by @EM33RA
Thought it needed 'pinning' in it's own thread

 

[emiraspain]

It's just so crazy to me. Maybe because I'm a UX website manager, but there are thousands of young people looking for jobs that would jump at the opportunity to work for Lotus handling their PR and social media presence.

I'm even running an Emira Instagram with 1k+ followers for free just because I love the car and want a way to track news and leaks and interact with other enthusiasts. It's free marketing for Lotus! Not to mention the deposit money they have from me... I should reach out and offer to be their US rep. It's not hard to compose regular emails and drip campaigns to keep paying and potential customers connected.

You are right again, but dont waste your time, Ive been there and done it. These "large" companies just dont want outsiders doing their jobs, they would rather keep it all internal even if that means they dont do it at all.....
They will get there........ but not in an emira, more in a Citroen CV haha

 

[Leonard]

It's just so crazy to me. Maybe because I'm a UX website manager, but there are thousands of young people looking for jobs that would jump at the opportunity to work for Lotus handling their PR and social media presence.

I'm even running an Emira Instagram with 1k+ followers for free just because I love the car and want a way to track news and leaks and interact with other enthusiasts. It's free marketing for Lotus! Not to mention the deposit money they have from me... I should reach out and offer to be their US rep. It's not hard to compose regular emails and drip campaigns to keep paying and potential customers connected.

I was really excited to be applying for the Head of Customer Experience role at Lotus before they pulled the job.
Reading between the lines I probably only would have lasted a month as unfortunately someone higher up than that position obviously doesn't have much empathy with their past, current or future customer base. Or understand how to engage as a modern company should. Shame really as you say it should be a dream role that attracts the best of talent

 

[Porter]

It's just so crazy to me. Maybe because I'm a UX website manager, but there are thousands of young people looking for jobs that would jump at the opportunity to work for Lotus handling their PR and social media presence.

I'm even running an Emira Instagram with 1k+ followers for free just because I love the car and want a way to track news and leaks and interact with other enthusiasts. It's free marketing for Lotus! Not to mention the deposit money they have from me... I should reach out and offer to be their US rep. It's not hard to compose regular emails and drip campaigns to keep paying and potential customers connected.

I was really excited to be applying for the Head of Customer Experience role at Lotus before they pulled the job.
Reading between the lines I probably only would have lasted a month as unfortunately someone higher up than that position obviously doesn't have much empathy with their past, current or future customer base. Or understand how to engage as a modern company should. Shame really as you say it should be a dream role that attracts the best of talent

I actually have a suspicion that Lotus is split internally, and the marketing/PR teams report to China rather than to Matt Windle. I don't know anything directly, so take this with a big grain of salt, but I got an inkling of this when the Eletre launched and I got quite curious about how the China-built electric SUV marketing activity seemed to have exactly the same visual style and odd, clearly-non-Western pacing and messaging. None of the launch materials for the Emira seemed to be developed by UK staff at all, in terms of the splash terms or descriptive copy or even the visual art concept.

So I started looking at the different components of the company online and how they are organized. Kind of blew my mind that Russell Carr isn't the head of design at Lotus - I mean he is the Design Director at Lotus Cars UK but he reports to Peter Horbury (formerly of Volvo) who is the EVP/Design for Group Lotus (global) under Geely. And Horbury definitely doesn't report to Matt Windle, he probably reports directly to Qingfeng Feng, the CEO of Group Lotus. It's likely a similar story with Geoff Dowding, who is Executive Director, Sales & Aftersales for Group Lotus and in that role predates Matt Windle's tenure as MD of Lotus Cars. In that context we can't assume that any of the PR/marketing teams get their directives, strategy, or authorization from the Lotus Cars UK leadership either.

So all of it is quite confusing, and we shouldn't make the assumption that Matt Windle and team are actually in control of the public messaging or marketing/PR beyond what they are able to do themselves in person at roadshow events or through other direct promotional activity. I'm not trying to give them a pass on the abysmal comms situation, just speculating that it might not be of their own doing or as a result of their own choices.

 

[Leonard]

I actually have a suspicion that Lotus is split internally, and the marketing/PR teams report to China rather than to Matt Windle. I don't know anything directly, so take this with a big grain of salt, but I got an inkling of this when the Eletre launched and I got quite curious about how the China-built electric SUV marketing activity seemed to have exactly the same visual style and odd, clearly-non-Western pacing and messaging. None of the launch materials for the Emira seemed to be developed by UK staff at all, in terms of the splash terms or descriptive copy or even the visual art concept.

So I started looking at the different components of the company online and how they are organized. Kind of blew my mind that Russell Carr isn't the head of design at Lotus - I mean he is the Design Director at Lotus Cars UK but he reports to Peter Horbury (formerly of Volvo) who is the EVP/Design for Group Lotus (global) under Geely. And Horbury definitely doesn't report to Matt Windle, he probably reports directly to Qingfeng Feng, the CEO of Group Lotus. It's likely a similar story with Geoff Dowding, who is Executive Director, Sales & Aftersales for Group Lotus and in that role predates Matt Windle's tenure as MD of Lotus Cars. In that context we can't assume that any of the PR/marketing teams get their directives, strategy, or authorization from the Lotus Cars UK leadership either.

So all of it is quite confusing, and we shouldn't make the assumption that Matt Windle and team are actually in control of the public messaging or marketing/PR beyond what they are able to do themselves in person at roadshow events or through other direct promotional activity. I'm not trying to give them a pass on the abysmal comms situation, just speculating that it might not be of their own doing or as a result of their own choices.

100%
But I think and again can't confirm it (but have experienced similar), that there are long standing senior managers at Lotus that are now out of their depth and either brown nosing China or resisting change to keep hold of their roles. Hope that's not the case but..

 

[TomE]

I actually have a suspicion that Lotus is split internally, and the marketing/PR teams report to China rather than to Matt Windle. I don't know anything directly, so take this with a big grain of salt, but I got an inkling of this when the Eletre launched and I got quite curious about how the China-built electric SUV marketing activity seemed to have exactly the same visual style and odd, clearly-non-Western pacing and messaging. None of the launch materials for the Emira seemed to be developed by UK staff at all, in terms of the splash terms or descriptive copy or even the visual art concept.

So I started looking at the different components of the company online and how they are organized. Kind of blew my mind that Russell Carr isn't the head of design at Lotus - I mean he is the Design Director at Lotus Cars UK but he reports to Peter Horbury (formerly of Volvo) who is the EVP/Design for Group Lotus (global) under Geely. And Horbury definitely doesn't report to Matt Windle, he probably reports directly to Qingfeng Feng, the CEO of Group Lotus. It's likely a similar story with Geoff Dowding, who is Executive Director, Sales & Aftersales for Group Lotus and in that role predates Matt Windle's tenure as MD of Lotus Cars. In that context we can't assume that any of the PR/marketing teams get their directives, strategy, or authorization from the Lotus Cars UK leadership either.

So all of it is quite confusing, and we shouldn't make the assumption that Matt Windle and team are actually in control of the public messaging or marketing/PR beyond what they are able to do themselves in person at roadshow events or through other direct promotional activity. I'm not trying to give them a pass on the abysmal comms situation, just speculating that it might not be of their own doing or as a result of their own choices.

I think you’ve got part of the issue - the split reporting lines. But let’s be clear: there are senior managers in Lotus UK who are responsible for comms, customer experience, customer care, PR, marketing …. or the lack of these.

 

[Leonard]

I think you’ve got part of the issue - the split reporting lines. But let’s be clear: there are senior managers in Lotus UK who are responsible for comms, customer experience, customer care, PR, marketing …. or the lack of these.

I thought you said you may share some insights into CX Tom? Too political?

 

[TomE]

100%
But I think and again can't confirm it (but have experienced similar), that there are long standing senior managers at Lotus that are now out of their depth and either brown nosing China or resisting change to keep hold of their roles. Hope that's not the case but..

The new direct sales and agency delivery model has been touted within Lotus as the future for sales and customer service. With Polestar in the Geely family and several seniors being fans of the Tesla model, you can see how any criticism of the new approach would be frowned upon. Emperor’s new clothes anyone?

 

[Porter]

I think you’ve got part of the issue - the split reporting lines. But let’s be clear: there are senior managers in Lotus UK who are responsible for comms, customer experience, customer care, PR, marketing …. or the lack of these.

I can only speculate that the senior comms/customer folks in the UK might be restricted to customer contact within the UK market? I guess? I'm still trying to come up with a way that any of it makes sense.

I mean how difficult is it to send out a few periodic emails with something like, "Hey, we are glad you're a Lotus customer! We are committed to you, and can't wait to share the joy of Lotus ownership with you once these supply chain issues sort themselves out. In the meantime, here's a [random marketing content thing] to tide you over. Thanks again for your continuing interest and passion for the brand!"

It ain't hard.

 

[emiraspain]

I actually have a suspicion that Lotus is split internally, and the marketing/PR teams report to China rather than to Matt Windle. I don't know anything directly, so take this with a big grain of salt, but I got an inkling of this when the Eletre launched and I got quite curious about how the China-built electric SUV marketing activity seemed to have exactly the same visual style and odd, clearly-non-Western pacing and messaging. None of the launch materials for the Emira seemed to be developed by UK staff at all, in terms of the splash terms or descriptive copy or even the visual art concept.

So I started looking at the different components of the company online and how they are organized. Kind of blew my mind that Russell Carr isn't the head of design at Lotus - I mean he is the Design Director at Lotus Cars UK but he reports to Peter Horbury (formerly of Volvo) who is the EVP/Design for Group Lotus (global) under Geely. And Horbury definitely doesn't report to Matt Windle, he probably reports directly to Qingfeng Feng, the CEO of Group Lotus. It's likely a similar story with Geoff Dowding, who is Executive Director, Sales & Aftersales for Group Lotus and in that role predates Matt Windle's tenure as MD of Lotus Cars. In that context we can't assume that any of the PR/marketing teams get their directives, strategy, or authorization from the Lotus Cars UK leadership either.

So all of it is quite confusing, and we shouldn't make the assumption that Matt Windle and team are actually in control of the public messaging or marketing/PR beyond what they are able to do themselves in person at roadshow events or through other direct promotional activity. I'm not trying to give them a pass on the abysmal comms situation, just speculating that it might not be of their own doing or as a result of their own choices.

You may be right, but at the same time, he stood there in his video and addressed the whole "lotus" world, although I think only UK customers got it? As a spanish customer I didnt get it, and I think most US didnt either, which I would be worried about if I were him.
The fact he made the video means presumably he could have done that before and could have done it since, but he didn't and he hasn't and the info before and since then has been totally misleading, goodwood being the biggest misleading mess yet. We should call for info, which they didnt have? We were all (first batch) going to get an email the week of, the week after, the 2nd week after.. etc etc nothing ever to this day. He has to take 100% responsibility for me, although yes I am sure there are factors, but if they were strong factors then dont get involved in the delivery situation at all, you are either in it or you are not.
He shouldn't have to be the go to person of course, but seeing as CS are not up to speed with everything and rely on the on site staff for info, which I believe they dont get passed along at all, then I do blame him to be honest (not that I care much and I 100% accept the delays before someone ironically moans at me for moaning). If I am in his role, things would not be the way they are or I would be quitting my role, simple as that. Its his reputation on the line.... All anyone wants is the simple truth and a regular and realistic up date, its a 5 min email once a month, wfhell is wrong with them.
However, they are not alone.....

 

[Leonard]

The new direct sales and agency delivery model has been touted within Lotus as the future for sales and customer service. With Polestar in the Geely family and several seniors being fans of the Tesla model, you can see how any criticism of the new approach would be frowned upon. Emperor’s new clothes anyone?

OMG
Great if you do a great job of delivering it Get the feeling they don't actually know how though.
What an epic fail to lose all of that historic customer and dealer goodwill from the past 30 years overnight, based on an assumption of what 'they should be doing'
Dont get me wrong I am all for it, but it's obvious those that want to embrace it don't have a clue on how to implement it. Just towing the company line and extending their stay of execution. Ah the shame

 

[emiraspain]

The new direct sales and agency delivery model has been touted within Lotus as the future for sales and customer service. With Polestar in the Geely family and several seniors being fans of the Tesla model, you can see how any criticism of the new approach would be frowned upon. Emperor’s new clothes anyone?

Yes and its the way to go in many ways, even Ford are looking at it, but of course the huge dealer networks are not happy at the same time..... jobs at risk, money at stake, it will be a shaky road for car sales over the next few years, and that before even factoring in the parts issues which are still several months from ever catching up to normal levels, then factory costs at record levels etc..... tuff times ahead

 

[Leonard]

I can only speculate that the senior comms/customer folks in the UK might be restricted to customer contact within the UK market? I guess? I'm still trying to come up with a way that any of it makes sense.

I mean how difficult is it to send out a few periodic emails with something like, "Hey, we are glad you're a Lotus customer! We are committed to you, and can't wait to share the joy of Lotus ownership with you once these supply chain issues sort themselves out. In the meantime, here's a [random marketing content thing] to tide you over. Thanks again for your continuing interest and passion for the brand!"

It ain't hard.

If anyone is worth there salt in a senior CX position at Lotus UK they would be pushing global comms.
If they aren't pushing that internally they shouldn't be in that position. Whether they are restricted by China or not (which I doubt)
The frustration as we all know is that this is all easily rectified and a bit of transparency would actually go a long way to gaining some brand loyalty. Instead of what is actually happening

 

[Porter]

The new direct sales and agency delivery model has been touted within Lotus as the future for sales and customer service. With Polestar in the Geely family and several seniors being fans of the Tesla model, you can see how any criticism of the new approach would be frowned upon. Emperor’s new clothes anyone?

I mean, a direct model is fine. Hell, the comms should be even more prioritized if that's what Geely/Group Lotus are asking for. We haven't seen it, though. At some point they have to start doing the digital outreach work in order to enable a direct sales channel to be possible.

The comms is only part of it... t's an absolute pre-requisite within a direct model to have a website that provides a coherent customer experience that delivers the same key information that a customer would normally get from a dealer. Like order status.

 

[Leonard]

Yes and its the way to go in many ways, even Ford are looking at it, but of course the huge dealer networks are not happy at the same time..... jobs at risk, money at stake, it will be a shaky road for car sales over the next few years, and that before even factoring in the parts issues which are still several months from ever catching up to normal levels, then factory costs at record levels etc..... tuff times ahead

You don't do it overnight. It's a balance between D2C and B2C until the time is right to go 100% direct with your business model.
The lack of after sales infrastructure is going to MASSIVELY bite Lotus in the arse if they don't get the reliability side right. I don't even see how they are going to cope with basic servicing requests over the next 3 years based on their order book growth

 

[Scruff111S]

I can only speculate that the senior comms/customer folks in the UK might be restricted to customer contact within the UK market? I guess? I'm still trying to come up with a way that any of it makes sense.

I mean how difficult is it to send out a few periodic emails with something like, "Hey, we are glad you're a Lotus customer! We are committed to you, and can't wait to share the joy of Lotus ownership with you once these supply chain issues sort themselves out. In the meantime, here's a [random marketing content thing] to tide you over. Thanks again for your continuing interest and passion for the brand!"

It ain't hard.

Im with you there. That is the one thing that is annoying. As a long term Lotus fan, owner, and long lime deposit holder, as we all are. Being kept in the dark about what is happening and when our cars are to be delivered is completely unacceptable.

 

[TomE]

I can only speculate that the senior comms/customer folks in the UK might be restricted to customer contact within the UK market? I guess? I'm still trying to come up with a way that any of it makes sense.

I mean how difficult is it to send out a few periodic emails with something like, "Hey, we are glad you're a Lotus customer! We are committed to you, and can't wait to share the joy of Lotus ownership with you once these supply chain issues sort themselves out. In the meantime, here's a [random marketing content thing] to tide you over. Thanks again for your continuing interest and passion for the brand!"

It ain't hard.

I should have been clearer and said Lotus HQ rather than Lotus UK. Lotus HQ are responsible for all customer comms. If the strategy is to handle that direct for UK and via dealers for ROW that would be fine, but the dealers are as much in the dark as customers.

We’ve been saying for months it wouldn’t be hard to do a monthly update email. Or to create various sub-segments of customers and send them more targeted messages. They have a Customer Experience team and a CRM system and yet none of this is happening.

 

[emiraspain]

You don't do it overnight. It's a balance between D2C and B2C until the time is right to go 100% direct with your business model.
The lack of after sales infrastructure is going to MASSIVELY bite Lotus in the arse if they don't get the reliability side right. I don't even see how they are going to cope with basic servicing requests over the next 3 years based on their order book growth

indeed you dont and they aren't as they are still using the dealer network, less those that didnt impress for whatever reason. Right now they are a half way house and we are the ones who suffer for it.
They could use mobile mechanics as Telsa do to solve maybe 75% of issues and they may have to as in some EU countries, the closest dealer would be an 8 hour drive or more, which isnt going to work!
They have a lot of work to do..... 100M in a factory is small fry in reality, they need quite a bit more for the rest of the cracks/wheel gaps to be filled

 

[Porter]

The lack of after sales infrastructure is going to MASSIVELY bite Lotus in the arse if they don't get the reliability side right. I don't even see how they are going to cope with basic servicing requests over the next 3 years based on their order book growth

I mean, it seems pretty clearly to be this guy's job.

 

[Leonard]

indeed you dont and they aren't as they are still using the dealer network, less those that didnt impress for whatever reason. Right now they are a half way house and we are the ones who suffer for it.
They could use mobile mechanics as Telsa do to solve maybe 75% of issues and they may have to as in some EU countries, the closest dealer would be an 8 hour drive or more, which isnt going to work!
They have a lot of work to do..... 100M in a factory is small fry in reality, they need quite a bit more for the rest of the cracks/wheel gaps to be filled

But they have lost all their goodwill with their dealer base as they went about it all the wrong way.
And now they aren't even updating said dealer base, so they can help them

 

[Leonard]

I mean, it seems pretty clearly to be this guy's job.

View attachment 7587

You would think!
I got told that the Head of CX went to a well established motor industry customer service professional.
So combined I have no idea what the hell they are doing.
I dont like talking ill of anyone, but hey they aren't giving us anything as customers and this is an online forum after all...